IT Service and Communications Specialist

The IT Service and Communications Specialist is responsible for developing and delivering effective communication practices for the technology division to engage with the business units that they serve. This role ensures that all technology-related messages, including technology announcements, change/release communications and calendaring, incident response updates, root cause analysis reports, and educational awareness campaigns are consistently clear, timely, and effective.

In addition to traditional technology communication responsibilities, this role serves as a critical function in major incident and problem management activities and communications. This role will work closely with the technology organization to ensure effective communication during incidents, outages, and post-mortem reviews, helping to drive transparency and keep the business well informed regarding the state of technology services.

The IT Service and Communications Specialist will act as a liaison between the technology division and the lines of business, producing consistent, high-quality communications to messaging tailored for all to stakeholders at all levels while enhancing the user experience with technology services.

Develops and implements a comprehensive technology communication strategy to ensure business stakeholders receive timely and relevant technology updates.

Works closely with technology leaders and business stakeholders to craft effective messaging related to technology initiatives.

Ensures consistency, clarity, and accuracy in all technology-related communications, including emails, newsletters, intranet updates, and presentations.

Acts as the primary point of contact for internal technology communications, ensuring alignment with organizational goals and business priorities.

Acts as the lead communicator during major technology incidents, ensuring timely and clear status updates to business stakeholders.

Manages and coordinates real-time communications during technology outages, systems degradation, and service disruptions.

Develops and maintains incident communication templates and escalation procedures for outage notifications and resolution reports.

Facilitates bridge calls during incidents, ensuring effective coordination among technology teams and impacted stakeholders.

Ensures accurate and structured incident ticket updates to maintain transparency on resolution progress.

Creates and manages an incident log, documenting key decisions and actions taken during incident response.

Works with technology teams to develop post-incident reports that provide clear root cause explanations and corrective actions.

Ensures that technology service reports, dashboards, and metrics are presented in a user-friendly manner for business stakeholders.

Reviews monthly incident reports to identify trends and communicate potential recurring issues to technology organization leadership.

Facilitates problem management meetings, ensuring technology teams provide timely updates on root cause investigations and resolution progress.

Captures knowledge base entries based on resolved incidents to enhance technology service transparency and self-service support.

Coordinates and manages the communication of the rollout of new technology initiatives, ensuring business units are informed and prepared.

Develop user-friendly guides, FAQs, and best practices for technology tools, platforms, and system updates.

Partners with training department to develop technology-related educational materials, including webinars, videos, and instructional documents.

Continuously assesses and improves technology communication processes, channels, and templates to ensure effectiveness.

Works with technology teams to reduce friction in approvals, security reviews, and project handoffs through better communication.

Ensures cross-team alignment between technology organizations, business units, and executive leadership to drive technology service excellence.

Establishes and maintains technology communication governance, ensuring messages are delivered through the appropriate channels and with the right level of detail.

Manages timing and messaging consistency across technology service updates, technology deployments, and operational changes.

Develops communication guidelines and playbooks to support technology teams in effectively engaging with the business.

Bachelor’s degree in communications, Information Technology, Business, or a related field

Six years of experience in technical communications, technical writing, technology service management, or corporate communications.

Strong background in managing technology-related communications in a corporate environment.

Experience in stakeholder management communications, technology rollout announcements, and user education campaigns.

Working knowledge of information technology service management (ITSM) principles and practices; ITIL certification is a plus

Or equivalent combination of education and experience

Ability to translate complex technical incidents into clear, actionable, and user-friendly messages.

Strong understanding of information technology service management, infrastructure, and enterprise applications to effectively communicate technical concepts.

Skilled in delivering timely and concise messages during technology disruptions.

Ability to develop a proactive communication approach that aligns technology messaging with business goals.

Experience in writing reports, newsletters, internal blog posts, and technology updates.

Ability to build strong relationships across business and technology teams.

Experience in developing communication strategies to support system adoption and process changes.

Ability to interpret technology service performance data and present insights effectively.

Proficient with standard office tools (Microsoft Office, SharePoint, ITSM platforms)

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate to include responding to critical technology incidents.

Ability to lift up to 15 lbs., with or without assistance, in compliance with ADA.

Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment (if required).